Digital Account Opening
Union Bank partnered with projekt202 to learn more about the Digital Account Opening (DAO) experience for new users and improve the experience.
My contributions: Research, creation of wireframes, and visual design direction. Oversaw two designers and worked in a cross-functional team.
DAO Product Vision
User Experience
Reduce the friction of the account opening time and enhance the DAO experience for new users.
User Interface
Improve the UI by creating a modern, clean design that aligns with the re-branded public site.
Research
Improve the overall experience by using data and user research to inform design decisions.
Tech
Build a componentized application that can be built upon, scaled, and leveraged for future digital experiences.
Industry Research
A competitive analysis was conducted to get a comprehensive view of the banking market and assess the DAO's performance compared to other companies.
We tested the old and current DAO experience to see where users were experiencing friction. Based on the data, we were able to benchmark and ask more questions about required features that could affect the future UX.
After the research was completed, the data showed friction around the site's overall security and the order of information.
Architecture
To reduce friction and account opening time, we restructured the existing DAO flow and reorganized the information in the account opening application in a way that made sense.
By doing this, we were able to reduce the number of screens, which improved the flow and reduced the account opening time.
After the final flow was defined, user mapping activities helped us define business and compliance requirements. User stories were written to communicate a list of features or functions that could affect the UX solution.
UXUI Assessment
A usability test using wireframes was conducted early to inform future design decisions, stay ahead of development, and make low-impact changes.
To learn more about how users responded to the new DAO on both desktop and mobile, we spoke with 9 participants fitting the three identified personas.
The usability test aimed to identify interface problems, collect qualitative and quantitative data, and determine the user's satisfaction with the product.
InVision Prototypes for both desktop and mobile were used in testing.
Final UXUI
Project Summary
The Challenges
Restructuring of the personal information section occurred due to Technical pivots with backend technology that informed some extra fields needed in the flow.
Governance process with the design system that delayed some of the recommended UI changes.
The Wins
The DAO product vision was met and exceeded expectations.
Union Bank extended the pilot engagement and signed a new $100MM+ BOT engagement.
I became the client’s trusted advisor on the UX team.